Guthrie
Supervisor, Desktop Support - IT Infrastructure - Full Time (On-site, Binghamton
Guthrie, Binghamton, New York, United States
Overview
Supervisor, Desktop Support - IT Infrastructure - Full Time (On-site, Binghamton) This position is 100% on-site in Binghamton, NY. Responsibilities
Supervise the desktop support analysts, assign work, monitor ticket queues, and coordinate activities across the team to support critical healthcare operations at The Guthrie Clinic (TGC). Maintain, install, repair, and provide overall support for desktops, laptops, tablets, mobile devices, and IoT medical devices; document, upgrade, and/or replace hardware and software as required. Collaborate with Help Desk and Network Operations Center (NOC) staff to determine and resolve problems. Lead a team of desktop analysts by setting priorities and reviewing ticket queues; provide analytical and technical guidance in planning, design, and installation of desktop systems. Provide expert-level support of all desktop and software applications; test and plan deployments of new operating system releases, vendor patches, and software releases. Develop and document standardized user processes and procedures; create how-to documentation. Perform proactive and advanced troubleshooting and analysis; manage interactions between technologies and applications. Maintain ticket status and resolution information in the ticketing system and meet established performance metrics. Coach and mentor team members; participate in on-call rotation as specified; conduct periodic quality analyses of work performed. Travel between sites within the TGC Pennsylvania/New York regional footprint as needed. Promote the use of TGC’s PMO methodology and standards to manage IT initiatives. Deliver high-quality, value-added services that exceed customer expectations and foster strong working relationships with customers and IT colleagues. Performs related duties as assigned. Education
Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience. Licenses/Certifications
Preferred certifications include Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+. Essential Functions
Supervise and be responsible for the installation and maintenance of desktop, laptops, tablets, mobile devices, printers and peripheral hardware. Lead the desktop analysts by assigning work, setting priorities, and reviewing ticket queues. Provide analytical and technical expertise in planning, design and installation of desktop systems; provide expert-level support of all desktop and software applications. Test and plan deployment of new operating system releases, patches, and software. Develop and document standardized user processes and procedures; create how-to documentation. Provide proactive troubleshooting and analysis; understand and account for interactions between technologies and applications. Maintain ticket status and resolution information in the ticketing system; meet performance metrics. Mentor others and participate in on-call rotations; travel as needed within the regional footprint. Promote PMO methodology and standards for IT initiatives and demonstrate commitment to customer service. Perform related duties as assigned. About Us
The Guthrie Clinic is an Equal Opportunity Employer. Guthrie is a non-profit, integrated, physician-led organization in the Twin Tiers of New York and Pennsylvania, offering a multi-specialty practice with extensive education programs.
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Supervisor, Desktop Support - IT Infrastructure - Full Time (On-site, Binghamton) This position is 100% on-site in Binghamton, NY. Responsibilities
Supervise the desktop support analysts, assign work, monitor ticket queues, and coordinate activities across the team to support critical healthcare operations at The Guthrie Clinic (TGC). Maintain, install, repair, and provide overall support for desktops, laptops, tablets, mobile devices, and IoT medical devices; document, upgrade, and/or replace hardware and software as required. Collaborate with Help Desk and Network Operations Center (NOC) staff to determine and resolve problems. Lead a team of desktop analysts by setting priorities and reviewing ticket queues; provide analytical and technical guidance in planning, design, and installation of desktop systems. Provide expert-level support of all desktop and software applications; test and plan deployments of new operating system releases, vendor patches, and software releases. Develop and document standardized user processes and procedures; create how-to documentation. Perform proactive and advanced troubleshooting and analysis; manage interactions between technologies and applications. Maintain ticket status and resolution information in the ticketing system and meet established performance metrics. Coach and mentor team members; participate in on-call rotation as specified; conduct periodic quality analyses of work performed. Travel between sites within the TGC Pennsylvania/New York regional footprint as needed. Promote the use of TGC’s PMO methodology and standards to manage IT initiatives. Deliver high-quality, value-added services that exceed customer expectations and foster strong working relationships with customers and IT colleagues. Performs related duties as assigned. Education
Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience. Licenses/Certifications
Preferred certifications include Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+. Essential Functions
Supervise and be responsible for the installation and maintenance of desktop, laptops, tablets, mobile devices, printers and peripheral hardware. Lead the desktop analysts by assigning work, setting priorities, and reviewing ticket queues. Provide analytical and technical expertise in planning, design and installation of desktop systems; provide expert-level support of all desktop and software applications. Test and plan deployment of new operating system releases, patches, and software. Develop and document standardized user processes and procedures; create how-to documentation. Provide proactive troubleshooting and analysis; understand and account for interactions between technologies and applications. Maintain ticket status and resolution information in the ticketing system; meet performance metrics. Mentor others and participate in on-call rotations; travel as needed within the regional footprint. Promote PMO methodology and standards for IT initiatives and demonstrate commitment to customer service. Perform related duties as assigned. About Us
The Guthrie Clinic is an Equal Opportunity Employer. Guthrie is a non-profit, integrated, physician-led organization in the Twin Tiers of New York and Pennsylvania, offering a multi-specialty practice with extensive education programs.
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